下一代公寓服务：可持续性共创运营的变革方案探索

作者 / 梁靖凡，柴科林，高菲，高久淇 指导教师：Ricardo Martins

在美国租赁市场的动态景观中，出现了一项开创性的机会，该机会聚焦于活力四射，年轻人口流动性高的萨凡纳，乔治亚州。这个项目是对千禧一代和Z一代租客群体多样化需求的大胆回应，他们构成了租赁市场的重要部分，并要求创新的解决方案，以符合他们的可持续性和社会责任价值观。

该项目的目标是建立一个双重中心的租客和物业管理人员模型，为公寓服务，不仅对双方经济上可行，而且环保可持续。目标是改革工作流程，提升专业水平，培养租户和员工的满意度，并缓解租户频繁迁移引起的问题。

项目的基础是严格的研究，包括采访、调查、案例研究、现场观察和文件分析，共同探索和共创。研究团队识别了关键利益相关者，并仔细研究了市场趋势。我们还根据研究数据和洞察力反映了一张体验图，这张图形象地表示了需要增强后期占用物业服务体验的迫切需求。

该项目的主要成果是创新的“演变图”，这是一个战略框架，它融合了各种概念，以推动公寓服务的转型之旅。这种方法论阐述了行动，并引入了概念的分阶段实施。它通过五个核心方向协调物业服务的动态过渡：积极的员工参与，以租户为中心的服务，透明度和响应性，价值最大化，以及公寓公共空间的智能分段和管理。

该项目的潜在影响无疑是变革性的。所开发的策略可能会影响到萨凡纳的14,648名居民，以及全国多达1205万人的生活。该项目的以客户为中心的解决方案，如租户援助网络应用程序和公共空间的智能分割，已经在在线访谈和调查中获得了积极的反馈。

总的来说，这个项目标志着公寓服务向一个以居民为中心、可持续、透明、有利可图，并符合现代需求的未来的战略转变。它为如何有效应对租赁市场的挑战，推广可持续的做法，以及提高租户和物业管理人员体验提供了一个指导灯塔。这不仅仅是一个项目；这是正在进行中的一场革命。

In the dynamic landscape of the US rental market, a groundbreaking opportunity has emerged, focusing on the vibrant city with high mobility of the young population in Savannah, Georgia. This project is a bold response to the diverse needs of the Millennial and Gen Z tenant population, who form a substantial segment of the rental market and demand innovative solutions that align with their sustainability and social responsibility values.

The project's objective was to construct a dual-centric tenants and property management staff model for apartment services that are not only economically viable for both but also environmentally sustainable. The goal was to revolutionize work processes, elevate professionalism, cultivate satisfaction among tenants and staff, and alleviate the problems caused by tenants’ frequent relocations.

The project was underpinned by rigorous research, encompassing interviews, surveys, case studies, field observations, and document analysis, co-explore, and co-creation. The research team identified key stakeholders and scrutinized market trends. We also reflected an experience map based on research data and insights, which visually represents the urgent need to enhance post-occupancy property service experiences.

The main project's output is the innovative "evolution map," a strategic framework that amalgamates diverse concepts to drive a transformative journey in apartment services. This methodology delineates actions and introduces a phased implementation of concepts. It orchestrates a dynamic transition for property services through five core directions: proactive staff engagement, tenant-centric services, transparency and responsiveness, value-maximization, and intelligent segmentation and management of apartment public spaces.

The potential impact of this project is nothing short of transformative. The strategies developed could potentially influence the lives of 14,648 individuals in Savannah and up to 12.05 million people nationwide. The project's customer-oriented solutions, such as the Tenant Aid Network app and smart segmentation of public spaces, have already garnered positive feedback in online interviews and surveys.

In conclusion, this project signifies a strategic shift in apartment services towards a future that is resident-centric, sustainable, transparent, profitable, and in tune with contemporary needs. It serves as a beacon for how to effectively navigate the challenges of the rental market while promoting sustainable practices and enhancing the experiences of both tenants and property management staff. This is not just a project; it's a revolution in the making.